Case Studies

Henrico County 911 Achieves High Performance with Reliable Call Recording and Consistent Quality Assurance and Training


Henrico County Emergency Communications serves as a critical link between citizens and first responders. The center dispatches nearly 200,000 calls for police, fire and EMS annually. The center is committed to the highest performance standards and supports a rapidly growing population. Consistent quality monitoring and thorough training are central to this mission.

NICE Inform has earned Henrico’s trust for its ability to support the County’s recording, evidence management, quality assurance, and training and coaching needs. In addition to using NICE Inform for quality assurance, the County also uses select calls to recognize employees for a job well done, and to assist with new hire and remedial training.